Job Description

At Iron Mountain we protect what our customers value most, from the everyday to the extraordinary. We build customer value around the world with a passion for preserving the physical, transforming the digital, and respecting the environmental. We pioneered the industry for global records and information management and have established some of the best customer relationships in the industry with 95% of the Fortune 1000 companies among our 225,000 loyal customers. Here, you\'ll bring your expertise and creativity to a workplace that thrives on continuous improvement. Here, you\'ll be part of a global workforce that embraces the differences among us. And here, we\'ll encourage you to Climb Higher for the benefit of our customers and each other. There is so much more, but enough about us. We can\'t wait to hear about YOU. ABOUT THE OPPORTUNITY Iron Mountain is looking for a positive and professional Customer Service Professional to join our growing team. In this role, you\'ll be our customers\' first point of contact, responsible for delivering a best in class customer experience. Our Customer Care Professionals are the faces of Iron Mountain, responsible for building and maintaining the relationships established with all of our customers. THE SUCCESSFUL CANDIDATE WILL Supports team manager and performs management duties when manager is absent or out of office Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks Assists management with hiring processes and new team member training Answers team member questions, helps with team member problems, and oversees team member work for quality and guideline compliance Communicates deadlines and sales goals to team members Develops strategies to promote team member adherence to company regulations and performance goals Conducts team meetings to update members on best practices and continuing expectations Generates and shares comprehensive and detailed reports about team performance, mission-related objectives, and deadlines Ensures company brand materials and physical working spaces meet and exceed company presentation standards Provides quality customer service, including interacting with sales, answering sales enquiries, and effectively handling the customer escalations. Regular discussion with manager to ensure all the deliverables are been met and take corrective measures in case of any inconsistency. Need to work on required reports and make sure productivity & SLA reports are not manipulated and maintained correctly Need to monitor and execute on agreed upon tracks within the plan and make sure that team meets their deliverables. Take corrective actions if required. Cross Training for all the team members across the process to reduce the dependency during critical times Maintaining trackers to assess the performance of every individual Being Proactive during the IM SIT , UAT Improvement in CSAT, ASAT & rNPS scores for all transition workflows under control of the position Continuous improvement in employee NPS scores for the team Transparency & standardization of performance matrix & scorecard Efficient & timely closure of escalations & reduction in number of escalations Standardization of common processes across all workflows Has accountability for the performance and results of a team within its own area of specialty. Executes on area plans may provide input. Provides technical guidance to employees, colleagues and/or customers. Works on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors. SKILLS & BEHAVIORS High energy level with outstanding work ethic Motivating and inspiring everyone to do their best work. Providing constructive feedbacks to the agents Effective written and oral communication Excellent computer knowledge Should demonstrate approachable attitude. Develop People Excellent leadership qualities Client Relationship Management Analytical capabilities Excellent problem solving, detail oriented and organizational skills Effective time & prioritization management DESIRED EXPERIENCE REQUIRED 8 - 12 years in a Customer Care / Account Management role Proven customer support experience or experience as a Client Service Representative Track record of over-achieving quota Strong phone contact handling skills and active listening Familiarity with CRM systems and practices WHAT\'S IN IT FOR YOU Be part of an ever evolving global organization focused on transformation and innovation A support system where you have a safe place to voice your opinion, share feedback, and be your true authentic self Global connectivity to learn from 26,000+ teammates across 52 countries Be part of a winning team who embrace diversity, inclusion, and our differences Competitive Total Reward offerings to support your career at Iron Mountain, family, personal wellness, financial wellbeing, and retirement Category: Customer Support Iron Mountain Incorporated, founded in 1951, is the global leader for storage and information management services. Trusted by more than 225,000 organizations around the world in approximately 50 countries, Iron Mountain stores and protects billions of valued assets, including critical business information, highly sensitive data, and cultural and historical artifacts. Providing solutions that include information management, digital transformation, secure storage, secure destruction, as well as data centers, cloud services, and art storage and logistics, Iron Mountain helps customers lower cost and risk, comply with regulations, recover from disaster, and enable a digital way of working. Our Cores Values and Code of Ethics are our north star. They provide a solid base for how we do business and behave every day, so each one of us can experience exceptional. If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to [HIDDEN TEXT]. See the Supplement to learn more about Equal Employment Opportunity. Iron Mountain is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. To view the Equal Employment Opportunity is the Law posters and the supplement, as well as the Pay Transparency Policy Statement, CLICK HERE Requisition: J0064601

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